CareerPlug Support Policy

CareerPlug Support

CareerPlug’s Support Team is here to help you Make Hiring Easier and provide inquiry/issue resolution based on inbound contact made from partners, clients and prospects.

Business Hours and Expectations

CareerPlug’s Support Team responds to inbound cases within standard business hours of Monday through Friday, 7am-5pm CDT, excluding holidays. Channels of communication include phone and email support. Site status for our application can be viewed and subscribed to at: https://status.careerplug.com/.

Email Cases

You may create an email-based case by using support@careerplug.com or using the contact form on our Online Help Center. Both options will generate an automated email when a support case has been created regarding your issue or question. Once you receive email confirmation, we strive to provide an initial response within 2-4 business hours. Unusually high case volume may result in a longer response time.

Based on the nature and complexity of the case, resolution times may vary. We strive to provide average resolution times of 4-6 hours. If your case requires a ‘Technical Review’ (which requires coordination with our Product Team), please give us 1-2 business days to correctly diagnose and reproduce your issue. If your case involves a Technical Review, you’ll be notified accordingly. Any issues that require developers to resolve (bugs) are treated as engineering tickets with service level agreements based on severity and prioritized accordingly.

Phone Support

Call our direct phone number at 512-579-0164.

When you call us during business hours, we strive to answer calls as quickly as possible. If all agents are assisting other customers at that time, you’ll have the option to wait on hold for the next available agent or to receive a callback. In the event that max wait times are reached, or all agents are unavailable, you will be promoted to leave a voicemail during business hours, returned by callback soon as possible. Outside of business hours, you’ll have the option to leave a voicemail that will be returned on the next standard business day. Once on the phone with a live agent, you’ll be asked account verification questions to ensure security of your account, prior to receiving assistance.

If you choose to receive a call back:

You must be calling from a number with Caller ID that can receive a callback
You will retain your place in the support queue
We will not know the name of the person who called

Escalating Cases

Occasionally, cases may be escalated for the following reasons:

You’ve had a product or service experience that warrants special attention.
You have a technical case that’s gone beyond the expected wait time for resolution.
You’re unable to take critical actions in the software (system outage, contacting applicants, and posting jobs).

If you would like to escalate your case, you may call and request an escalation or email support@careerplug.com with the subject line: “Urgent – {topic}” – specifying the case number (located in the email you received when your case was created) available.

Help Us Improve by Providing Feedback

One of CareerPlug’s core values is Speak Up, Step Up. At CareerPlug, we believe feedback is paramount to ensuring we provide you with quality service.

After every support case is closed, we provide an opportunity to rate your recent interaction with our team, including an option to provide open-text feedback about an experience with our Support Team. Additionally, any type of feedback can be submitted at any time by emailing feedback@careerplug.com